Lackluster support

Well, I thought you folks were going to listen to your customers, but I don't think that's the case. We've got a law office whose receptionist polycom will not ring in randomly. Softphone always rings. I reset the polycom to factory default, deleted it from the account, added it back in, no dice. Completely random. All support wants to do is email back and forth through this Zendesk thing, which takes forever. We sent an email requesting a call so we could speak to a human being.